Roopali Mathur
About Roopali Mathur
Roopali Mathur is a Deputy Manager of Customer Service at Hathway Cable & Datacom Ltd, where she has worked since 2013. She has a background in customer support and management, with previous roles at Star DEN Media Services and Star India, and holds a Bachelor's in Economics and a Master's in Corporate Management from Lucknow University.
Current Role at Hathway Cable & Datacom Ltd
Roopali Mathur serves as the Deputy Manager of Customer Service at Hathway Cable & Datacom Ltd, a position she has held since 2013. In this role, she manages a Customer Support Team that includes one Team Leader and four Executives. Roopali is responsible for overseeing customer service operations in the New Delhi area, focusing on enhancing service quality and customer satisfaction. She directly reports to the Company President of Digital Platforms, ensuring alignment with organizational goals.
Previous Experience in Customer Support
Before joining Hathway, Roopali Mathur worked at Star DEN Media Services Pvt. Ltd as a Senior Executive in Customer Support from 2008 to 2011. She then transitioned to Star India Pvt Ltd, where she held the position of Senior Executive in Ad Sales for three months in 2011. Her experiences in these roles contributed to her expertise in customer service and support operations.
Educational Background
Roopali Mathur completed her Bachelor of Arts (B.A.) in Economics at Lucknow University from 1993 to 1996. She furthered her education by obtaining a Master of Corporate Management with a focus on Marketing from the same university between 1996 and 1998. This educational foundation has equipped her with the necessary skills for her roles in customer service and management.
Achievements in Customer Service Management
In her current role, Roopali Mathur has significantly improved Service Level Agreements (SLA), maintaining them at 95% or better. She has initiated quality audits and established parameters to enhance the overall customer experience. Additionally, she has successfully reduced the Average Handling Time (AHT) and Abandoned Call Percentage to 3% or less, demonstrating her effectiveness in optimizing customer service operations.
Responsibilities and Leadership
Roopali Mathur holds several key responsibilities at Hathway, including handling TRAI coordination and reporting for Cable TV across India. She serves as the Head of Customer Service for North India in the Cable TV sector and has been appointed as the Nodal Officer for the region, tasked with resolving complex issues. Roopali also participates in cross-functional support organization meetings to provide insights on lawful interception issues.